Senior Customer Success Manager – Remote Telecom & Connectivity Growth Leader – Driving Enterprise Expansion, Customer Delight, and Revenue Success at brighthush

About brighthush – Pioneering the Future of Connectivity

brighthush has been a trailblazer in cloud communications, managed connectivity, and managed security since 2001. What started as a family‑owned startup has grown into a debt‑free global powerhouse, serving more than 22,000 enterprise locations worldwide. With over two decades of industry experience, 100+ awards, and an unwavering focus on customer delight, brighthush is not just a technology provider – we are a partner that transforms how businesses connect, collaborate, and secure their digital future.

Why brighthush is the Ideal Place for Your Next Career Move

At brighthush, we believe that the best results come from a culture that values collaboration, innovation, and personal growth. Our remote‑first approach gives you the flexibility to work from anywhere while staying connected to a vibrant, high‑energy team. We invest heavily in professional development, offering mentorship programs, cross‑functional training, and access to industry conferences. As a debt‑free company experiencing steady expansion, we provide a stable environment where you can build a long‑term career and make a tangible impact on our clients’ success.

Industry Landscape & Why Telecom Matters

The telecom sector is at the heart of the digital economy. Every enterprise, from Fortune 500 giants to nimble startups, relies on reliable connectivity to power cloud services, secure data centers, and global collaboration tools. As the world moves toward 5G, edge computing, and AI‑driven networks, the demand for sophisticated, secure, and scalable telecom solutions is soaring. At brighthush, we are positioned at the intersection of these trends, delivering carrier‑grade connectivity that is both resilient and cost‑effective. Your role as a Senior Customer Success Manager will be pivotal in ensuring our clients not only keep pace but lead in this dynamic landscape.

Role Overview – Your Mission as a Customer Success Manager

As a Senior Customer Success Manager – Remote Telecom, you will be the linchpin between our clients and the internal teams that deliver brighthush’s cutting‑edge telecom solutions. Your primary focus will be nurturing, retaining, and expanding existing accounts—no hunting or outbound prospecting required. You will manage a portfolio of designated client accounts, ensuring high satisfaction, driving revenue growth, and fostering long‑term partnerships. Your deep understanding of telecom carrier operations and customer success principles will enable you to translate complex technical offerings into clear business value for our clients.

Key Responsibilities

• Build and sustain strong, trust‑based relationships with telecom clients across diverse industries.
• Act as the primary point of contact for assigned customers, providing proactive support and strategic guidance.
• Identify and capitalize on expansion opportunities within existing accounts, including upsells of SD‑WAN, UCaaS, and managed security services.
• Manage and fulfill client requests efficiently, ensuring timely resolution of operational challenges.
• Oversee contract renewals, ensuring seamless execution and alignment with client objectives.
• Coordinate cross‑departmental efforts—sales, engineering, product, and support—to deliver on client requirements.
• Schedule and facilitate solution‑focused customer meetings, workshops, and business reviews.
• Collaborate with internal teams to translate customer feedback into product enhancements and service improvements.
• Perform general administrative duties, including account documentation, reporting, and CRM updates.
• Promote and upsell brighthush’s telecom products and services effectively, driving revenue growth.

Key Success Metrics

• Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) above industry benchmarks.
• Annual contract renewal rate of 95%+ and expansion revenue growth of 20%+ per account.
• Timely resolution of support tickets within SLA targets.
• Successful cross‑sell and upsell of at least two additional services per quarter.
• High engagement in quarterly business reviews and strategic planning sessions.

Essential Qualifications

• Minimum of 3 years of experience in a telecom carrier or telecom service provider environment.
• Proven track record in telecom account management and customer success, with a deep understanding of carrier operations, network architecture, and service delivery.
• Strong passion for working in a sales and marketing environment, with a knack for translating technical solutions into business outcomes.
• Excellent written and verbal communication skills, capable of engaging C‑level executives and technical stakeholders alike.
• Demonstrated ability to thrive under deadlines and manage multiple priorities simultaneously.
• Polite, friendly, and diplomatic demeanor that fosters long‑term client relationships.
• Strong negotiation skills and a consultative approach to problem solving.
• Exceptional interpersonal skills and a collaborative mindset.
• High level of organization, attention to detail, and proficiency with CRM systems.

Preferred Qualifications

• Experience in a Customer Success Manager role within the telecom or cloud communications sector.
• Knowledge of SD‑WAN, UCaaS, and managed security product suites.
• Background in data‑driven decision making, with the ability to analyze customer usage patterns and recommend optimizations.
• Experience with remote collaboration tools and virtual meeting facilitation.
• Certifications in telecom or customer success (e.g., CCNA, CCNP, CSCS).

Skills & Competencies

• Strategic Account Management
• Customer Relationship Building
• Contract Negotiation & Renewal
• Cross‑Functional Collaboration
• Data Analysis & Insight Generation
• Problem Solving & Conflict Resolution
• Time Management & Prioritization
• Adaptability & Resilience
• Tech Savviness & CRM Proficiency

Tools & Technologies You’ll Use

To excel in this role, you’ll work with a suite of industry‑leading tools, including:

• CRM: Salesforce or HubSpot for account tracking and forecasting.
• Collaboration: Slack, Microsoft Teams, Zoom, and Miro for virtual meetings and workshops.
• Analytics: Tableau or Power BI for data visualization and performance dashboards.
• Ticketing: ServiceNow or Zendesk for incident management and SLA tracking.
• Project Management: Asana or Jira for cross‑departmental task coordination.

Career Growth & Learning Opportunities

At brighthush, your career trajectory is as dynamic as the telecom landscape. As you master the art of customer success, you’ll have the opportunity to:

• Advance into senior account management or client success leadership roles.
• Transition into product management, sales strategy, or technical consulting positions.
• Lead cross‑functional initiatives that shape the future of our telecom offerings.
• Participate in mentorship programs, both as a mentee and a mentor, fostering a culture of continuous learning.
• Attend industry conferences, webinars, and training sessions to stay ahead of emerging trends.
• Earn certifications and credentials that enhance your professional profile.

Work Environment & Culture

brighthush thrives on a culture of transparency, collaboration, and innovation. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual team huddles and cross‑departmental syncs.
• Digital collaboration tools (Slack, Teams, Zoom, Miro).
• Annual virtual retreats and quarterly in‑person meetups for team building.
• A supportive environment that encourages work‑life balance, mental health, and personal well‑being.
• Inclusive hiring practices that celebrate diversity of thought, background, and experience.

Diversity & Inclusion

We believe that a diverse workforce fuels innovation and drives better outcomes for our clients. brighthush is committed to creating an inclusive environment where every employee feels valued, respected, and empowered to contribute their unique perspectives. We actively seek candidates from all walks of life and encourage applications from underrepresented groups.

Compensation & Benefits

While specific figures vary based on experience, brighthush offers a competitive total rewards package that typically includes:

• Base salary commensurate with market rates for telecom customer success professionals.
• Performance‑based bonuses tied to account growth, renewal rates, and customer satisfaction metrics.
• 401(k) retirement plan with employer matching contributions.
• Comprehensive health coverage—medical, dental, vision, and life insurance.
• Flexible remote work policy with minimal travel requirements.
• Professional development budget for courses, certifications, and conference attendance.
• Well‑being stipend for gym memberships, wellness apps, or mental health resources.
• Paid time off, including vacation, sick leave, and holidays.
• Employee referral program with generous incentives.

Remote Work Excellence

Working remotely at brighthush means you’ll enjoy:

• Full reimbursement for high‑speed internet and home office equipment.
• Access to a global network of peers and mentors.
• Flexible scheduling to accommodate different time zones and personal commitments.
• Regular virtual coffee chats and informal gatherings to build camaraderie.

How to Apply

If you are a telecom veteran with a passion for building lasting client relationships and driving revenue growth, we want to hear from you. This role offers the chance to work with a forward‑thinking, award‑winning organization that values your expertise and invests in your future.

Ready to join brighthush? Submit your resume and a brief cover letter outlining why you’re the perfect fit for this role. We look forward to exploring how you can help us connect and communicate the world more efficiently and reliably.